Top 10 Financial Services Company Expands Use of Convergys Relationship Management Solutions to Drive Superior Customer Experience
April 15, 2009
(Cincinnati; April 15, 2009) - - - Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced today it has won a contract renewal to provide comprehensive, end-to-end customer care for the credit card customers of a global Fortune Top 10 financial services company with over 200 million customer accounts. The three-year contract extends and significantly expands the client’s use of Convergys’ industry-leading customer management solutions. One-third of the contract, which is valued at over $195 million, represents new initiatives.
Convergys will expand its multi-channel support of customer credit inquiries and issue escalations in addition to providing e-services website support and a wide range of collections and back office services for the client through its global delivery network. Convergys will also continue to provide protection services for the client through an expanded live agent program of in-bound and out-bound investigative calls. The client selected Convergys over two competitors for this renewed and expanded business, which nearly doubles the Convergys workforce servicing the client from the Philippines and India.
Like many companies in the financial services sector, this Convergys client is actively seeking innovative ways to take costs out of its business and reduce headcount while providing the high level of service its customers expect. Through the years, Convergys’ knowledgeable and professional customer service agents have consistently exceeded performance targets for this client. The excellent operational results demonstrated the compelling value of Convergys’ relationship management services and prompted the expansion of this contract.
“Recent research conducted by Convergys found that 29 percent of credit card customers note quality of service as key driver for satisfaction. 64 percent of all consumers indicate that first call resolution is a key factor in their satisfaction with a company,” said Jim Boyce, Convergys President, Global Business Units. “This client recognizes the challenges it faces and the superior customer service levels it needs to keep its customers happy. On behalf of this client, Convergys will continue to provide excellent customer support services, both proactive and reactive, that will exceed its customers’ expectations.”
With 30 years of customer support experience, Convergys partners with clients to improve operational effectiveness, increase customer satisfaction, and accelerate revenue growth to create a sustainable competitive advantage in the marketplace for its clients. Our global delivery model enables us to provide support - on-shore, offshore, or near-shore; whether in a contact center or home agent model. We provide our clients with state of the art infrastructure and self-service automation technology to not only increase customer satisfaction but also reduce costs.
About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to marquee clients all over the world.
Convergys has approximately 65,000 employees in 68 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit www.convergys.com
Contacts
Business and Financial Media - John Pratt
+1 513 723 3333 or john.pratt@convergys.com
Trade Media - Jeff Hazel
+1 513 723 7153 or jeff.hazel@convergys.com
